Tenant communication MeterEase blog
Answering "Why is my utility share so high?"
Sooner or later, a tenant will message you: “Why is my utility share so high?” How you answer decides whether that’s a two-minute exchange or a month-long dispute. The good news: most of the time there is a clear reason, and you can show it.
First, check the bill and the math
Before replying, spend five minutes confirming the numbers:
- Compare the master bill to last month and the same month last year. Is the building total up, or just this tenant’s share?
- Check the billing period. A 35-day period costs more than a 28-day one. Utilities do not always bill on the calendar month.
- Check the inputs. Did you change an occupant count, a vacancy, or a move-in date? Did you put the right square footage on the right unit?
- Re-run the split. Put the bill into the RUBS calculator and confirm the shares add up to the amount you billed.
- Look at the line items. A rate increase, new fee, or a sewer adjustment shows up on the bill itself.
If you find a mistake, fix it, tell the tenant, and correct the next statement or issue a credit. Owning an error quickly does more for trust than any explanation.
The common causes
The whole building used more. Summer irrigation, a pool, guests over the holidays, or simply more people. When the building total goes up, everyone’s share goes up.
A leak. One running toilet raises the bill for every unit. The U.S. EPA’s WaterSense program says the average household’s leaks can waste more than 9,300 gallons a year, and that a faucet dripping once per second can waste more than 3,000 gallons a year. EPA also suggests that a family of four using more than 12,000 gallons a month may have a serious leak.
A rate change. Utilities raise rates, often at the start of a fiscal year. Look for a notice on or with the bill.
A longer billing period. More days, more water.
A vacancy changed the split. If your lease spreads vacant shares across occupied units, a neighbor moving out raises everyone else’s share. (This is one reason many landlords pay vacant shares themselves.)
Occupant counts changed. In an occupant-based split, if a neighbor’s household got smaller, other units carry a slightly larger percentage.
A correction or catch-up bill. Utilities sometimes estimate a reading and then correct it later, which can make one bill unusually high.
How to reply
Keep it short, specific and checkable. Lead with the cause if you know it, show the math, and say what you are doing about it.
Hi [Name],
Thanks for asking. I checked the [month] bill. The building total was [$612], up from [$448] last month. [The billing period was 34 days instead of 29, and the utility raised its sewer rate on (date). / We found a running toilet in another unit on (date); it’s fixed now.]
Your share is figured the same way as always: your unit is [850] of [3,400] sq ft, so 25%. That’s 25% × [$612] = [$153.00].
A copy of the bill is attached. [Because the leak was a building issue, I’ve credited $__ to each unit.] Let me know if you’d like to go over anything.
The bill-back letter generator can produce a printable explanation of a single charge if you’d rather send a letter.
When to absorb part of the bill
Consider covering some or all of a spike when:
- A leak or equipment failure in a common area or the building’s plumbing caused it.
- A unit sat vacant and your lease does not clearly assign that share.
- You made a calculation mistake.
Being reasonable here is usually cheaper than a dispute, and tenants remember it.
Keep a record
Save the question, your reply, the bill and the calculation together with that month’s statements. If the same tenant asks again, or a dispute ever goes further, you can show exactly what was billed, how it was figured and what you told them. A simple folder per property per month is enough.
Prevent the question next time
- Show the math on every statement. A tenant who sees 850 ÷ 3,400 × $612 rarely questions the arithmetic.
- Attach the bill. It shows the building total and the rate changes.
- Flag unusual months. A one-line note (“summer irrigation pushed the bill up”) answers the question before it is asked.
- Fix leaks fast and ask tenants to report them.
- Pick a method that fits your building. Our square footage vs occupants guide can help.
MeterEase emails each tenant their share with the math shown and the source bill attached, after you review it, so most of these questions are answered up front. See how it works or pricing.
Split the bill and email every tenant in minutes
MeterEase reads the master bill PDF, applies your method and vacancy rule, and emails each tenant their share with the math shown and the source bill attached, after you check the numbers. Plans start at $14/month.
Related
- RUBS calculation, step by step
- Square footage vs occupants
- Bill-back letter generator
- Free RUBS calculator
- How much can utility bill-backs recover on a 4-unit building?
- How to add a RUBS clause to your lease
- How to handle utilities when a tenant moves out mid-month
- All blog posts